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The company has a diverse customer base and thus the resources to improve the relationships between customers, employees and management, among others. The importance of leadership is highlighted in this report while defining the role expected of different players in the business. The report also incorporates the elements of building a proper customer service repertoire. The customer service is to be supported by a charter and standards, which also incorporates the use of norms and organizational practices. The above discussion and recommendations demand that Samsung improves on the employee policy to empower their contributions to customer challenges, by developing an employee well versed with the company operations, in different product departments, to improve on knowledge directed towards customer-service In this way, stronger customer loyalty will be built that leads to better company image and increasing revenue. The report concludes with the provision of a conclusion based on findings, and recommendations that would improve on how the company relates with customers. The paper limits the study to the electronics branch of the business.
This paper covers challenges that are faced by Samsung’s customer relations. Samsung has two challenges in customer relations. Customer service representatives experience high pressure because they receive many negative emotions and hear lots of complaints, and the working environment is not as comfortable as other clerical jobs, in retrospect to the nature of the job. The principles of customer service (integrity, respect, and accountability) must be integrated with the customer relations policy in Samsung’s approach to dealing with their clients, under customer support. The company has a diverse customer base and thus the resources to improve the relationships between customers, employees and management, among others. The importance of leadership is highlighted in this report while defining the role
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